Raman Kumar Email & Phone Number

Sunnyvale, California, Us

- Responsible for all customer-facing functions at SafeBreach (CSM/Renewals, Services, Technical Account Managers (TAM's), Support) - Built and optimized the team from 4 people to 25+ to focus on Enterprise customers at SafeBreach- Work closely with Sales to identify upsell/cross-sell opportunities within the customer base - Team achieved 90% retention in the previous Fiscal Year- Engage with CISO and other executives and leaders from our customers to drive value from SafeBreach

Folsom, Ca, Us

- Led an org of 140 members responsible for driving adoption of the products, renewals & CS Operations - Drove segmentation and engagement across Digital, Enterprise and Strategic segments - Team responsible for approx $0.5B of ARR for ~15K customers- Worked closely with the Naviance team to integrate the team, processes post-acquisition into PowerSchool

Newton, Ma, Us

• Joined CyberArk as part of the acquisition of Idaptive in May 2020• Responsible for Customer Success, Support, Services for IDaaS product (Idaptive) at CyberArk.• Work closely with the renewal team for achieving high gross retention rates • Partner with the Account Exec and Sales team to create programs and identify expansion opportunities to achieve net retention rates for Idaptive product • Leverage Gainsight to track, manage health score, build playbooks, and manage the customer journey.

Responsible for WW Customer Success at Idaptive (Acquired by CyberArk in May 2020)- Member of the executive team, responsible for all post sales functions at Idaptive. - Currently leading a team of 30 members with responsibilities for on-boarding, support, professional services, training, adoption, CS operations and renewal.- Build the vision of customer success, define the strategy, corresponding KPI’s and execute on them.- Lead customer behaviors to drive 90% retention with a 90%+ CSAT - Serve as executive representative for Idaptive externally across the industry and internally build relationships with teams to develop and implement plans that provide value to the business.- Advocate customer’s needs to the rest of the company using quantitative and qualitative data.

San Francisco, California, Us

Acquired by Thoma Bravo in July 2018- Focused on driving success for more than 2000 customers of Centrify across a mix of on premise and Cloud products - Build and lead a high performance, customer centric Customer Success(CS) organization. This includes creating a superior customer experience and a structure that includes Support, Professional Services, Education, Customer Success Management and CS Operation teams.- Part of the leadership team to help with the transformation of Centrify from Perpetual to subscription pricing. - Grew the team from 8 to 75 people eventually creating a leadership team of 5 direct reports.- Achieve customer satisfaction of 92% over the last 7 years at Centrify.- Transform the digital experience for customers to access information that drove an amazing self-service experience across community, knowledge, unified search, trust, download centers etc. catering to customers for both on premise and cloud-based deployments. - Scaled the CSM team to cover the platform for on-prem and SaaS products.- Create a vision and execute programs that drive success for our customers across engagement, adoption, retention and advocacy.- Collaborate with CFO and CEO to forecast growth & budget, accountable and responsible for achievements of financial goals.

San Francisco, California, Us

- Grew the team from 8 TSE's to 30+ team members that provides a global support for our customers across 3 locations. Support included the Frontline, Backline Engineers and large account management (TAM)- Started and scaled the customer success team in Salt Lake City.- Ensuring that renewals are a non-event for our teams by driving 97% retention and a 92% Customer satisfaction rating for the last 4 years.- Launched Centrify Community and a revamped Customer Portal / website to drive cost effectiveness and world-class customer experience for Centrify Customers.- Evangelize and launched the Customer Success function / role at Centrify. Create processes, implement tools and re-evaluating the role/job description of CSM's as the customer's base has grown for Centrify.- Collaborate with cross functional members and leadership teams to re-instate the vision of Customer Success and value customers get by investments in products, people and technology.- Coached and mentored Customer Success Manager, Technical Support Managers, Engineers and other team members

San Jose, California, Us

Responsible for WW Customer Success at GuardianEdge (Acquired by Symantec in 2010)- Lead the Global Technical Support organization (20 members) at GuardianEdge to support 2000 customers. - Work with all cross functional teams (PM, Sales, Engg, Professional Services) to build effective processes to manage customer escalations, defect resolution, new features - Build a system to track customer satisfaction by creating a survey tool integrated into Salesforce.- Using Salesforce provide weekly reports to executive management to track Support team performance and other stats related to product behavior.- Represent Customer Advocacy by representing GuardianEdge for all customer related management escalations. - Guided a pro-active approach to reach out to customers to ensure deployment of GuardianEdge is on track- Guide the deployment of GuardianEdge (Data at Rest) at the Navy, IRS and DoJ. The three representing the largest deployments for GuardianEdge - Manage the Training & Client Services function for GuardianEdge Products. Training was delivered by consultants in US and the Client Services was managed by an off-shore delivery team- Work with the M & A Integration team to integrate GuardianEdge Technical Support into the Symantec Enterprise Support Organization- Adapt to Symantec processes and tools in providing support for GuardianEdge customers, leveraging Inquira to revamp our Knowledge Base.

Us

- Lead a 6-member team to manage the day-to-day operations for Teneros Technical Support/NOC Operations team to provide 24 x 7 support to all customers- Analyze trends associated with Support Request such as incident volume, call statistics, Success criteria are highly focused on customer satisfaction levels. Reduction of 25% in response times delay based on feedback- Customer Satisfaction surveys conducted both for every case closed and bi-annual survey used to drive changes and make improvements- Reduced call volumes by 8% due to enhancements made in the Knowledge Base System for both internal and external support- Facilitate knowledge transfer within the team, enhancing the team's ability to increase service standards and customer satisfaction- Produce daily/weekly/monthly reports for volume, Engineer performance, Support hours per device, support stats for senior Management- Work with engineering management and product management to help transition feedback from customers into product enhancements and features- Built processes to manage escalations to Engineering to ensure high level of Customer Satisfaction

Sunnyvale, Ca, Us